Customer Support for Cloud Solution

About the Client:

Our customer is an innovative German startup, creating a uniquecollaboration toolset withsocial networking features.The main business is a highly customizable software for networking foundations and other organizations. The project has grown from a single hand-written software into a cross-linkable communication system and we are proud to link to users around the world together.

About the Project:

The project is a plug & play SaaS intranet provider, which based on an AWS server infrastructure and delivers 25 applications that can be managed by the customers. The revenue stream of the project is on the one side of the software delivery and on the second side in-app-purchases of the native mobile applications (iOS, Android).

Our mission is to network the fourth sector in Europe. We want to deliver a fully functional cloud-solution to digitize any association, club, NGO, etc. This project is a great project with a high level of responsibility for software stability and data security.

Do you still use Excel spreadsheets and round emails? We do not! This product connects the classic intranet with a social network. With 20 + applications, cover the entire spectrum of your organization and club communication.

Our client is a software manufacturer based in beautiful Hamburg and has made it our mission to support you in the digital organization of your association, association or foundation. For this, we have created an intranet that is loved by its users. It all started with the idea of creating intelligent administration and networking, focusing on data and IT security. Thanks to innovative ideas, we have rethought the administration of networks and developed a tool that creates more transparency and structure and thus provides inspiring internal communication and networking. This product offers you a network for your network! In addition to our free basic version, there are 20 applications that are perfectly tailored to the needs of your organization.

About the Team:

The whole development team is divided into 2 parts: all the developer’s team is in Ukraine (Kiev) now: Tech Lead&Back-end, Backend developer, Frontend developer and 5 employees in Germany are not related to the development part.

There will be daily standup meetings and one great meeting every week. We follow Agile methodology. The CEO, located in Germany, will travel to Ukraine to hand over the project and discuss the project targets.

Responsibilities:

• Resolving basic to complex support issues for customer inquiries received via omnichannel support (emails, live chat, and calls)
• Becoming a product expert via constant direct communication with the developer and product teams
• Communication with customers of our system
• Providing consultation and assisting with technical issues of our customers
• Communicating with customers through various channels, Email, Phone, WhatsApp, etc
• Acknowledging and resolving customer complaints
• Keeping records of customer interactions in the ticketing system
• Communicating and coordinating with colleagues as necessary
• Ensure customer satisfaction and provide professional customer support

Skills:

• Good German for spoken and written conversation
• Familiar with office software

Nice to Have:

• Experience working in customer support